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Ferguson Enterprises, LLC. Desktop Support Technician in Newport News, Virginia

Job Description:

Ferguson is currently seeking the right individual to fill a tremendous career opportunity for a Desktop Support Technician at our corporate location in Newport News, VA!

If a career with an organization that rewards performance and provides a stable and supportive environment for its more than 28,000+ associates nationwide sounds good to you, Ferguson may just be the place for you. Our people are our biggest asset and share a common passion for customer service, which has helped shape us into the industry leader we are today.

The Desktop Support Technician is the first point of contact for all of our Ferguson Associates. While providing a high level of customer service, the Desktop Support Technician answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool along with their own personal expertise to resolve incidents in a timely fashion. The Desktop Support Technician will escalate unresolved problem/issues/requests to the other support teams through FEI IT as required.

*This opportunity is a 90-day contract to hire role, with the option for telework . All Ferguson employees are currently working remote , though once the ability to return to in-office work resumes, Support Technicians will need to be local to the Newport News HQ3 building. The Desktop Support Technician will need to be local to the Hampton Roads area.*

DUTIES AND RESPONSIBILITIES:

  • Heavily utilize training, documentation/knowledge, and peers to develop Troubleshooting and Research skills.

  • Consistently document and troubleshoot any reported issue.

  • Develop and maintain strong relationships within the IT department.

  • Develop and maintain understanding of Corporate and IT policies and procedures.

  • Demonstrate solid verbal and written communication skills.

  • Continued development of “creative thinking” in troubleshooting techniques.

  • Demonstrate solid customer service and follow-up skills.

  • Demonstrate the ability to multi-task.

QUALIFICATIONS:

  • 6 - 18 months relevant experience in a technical call center or comparable education.

  • Experience supporting HP/Dell/Apple end user computer devices (desktops, laptops, and tablets.)

  • Experience in troubleshooting MS Office products required (2007 and O365/2013).

  • Expertise in Outlook is preferred.

  • Experience supporting Windows 7 and Windows 10 required.

  • Experience with VPN related issues to support FEI’s teleworking community.

  • Experience with mobile devices preferred; Apple iOS, Android.

  • Excellent communication skills, both written and verbal required.

  • Excellent customer service skills required.

  • Familiarity with ITIL processes and methodologies is preferred.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson is a top-rated national wholesale supplier of commercial and residential plumbing supplies. However, our expertise goes far beyond the plumbing industry. We're a diverse distributor with business in multiple industries including waterworks, fire and fabrication, HVAC/R and more. Our customer-first approach has contributed to our growth from a local distributor to a national company with nearly $17-billion in annual sales. With more than 27,000 associates at over 1,400 locations, we take pride in providing world-class products and services to our customers.

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